Emmanuella Njoki

I’m a results-driven Customer Experience & Communications Specialist with 4+ years supporting global-facing teams across nonprofit, creative, remote, and digital environments. I bring a calm, solutions-first mindset and strong written English to every interaction.

I manage 100+ weekly inquiries across email and social channels, maintaining fast turnaround and consistently high satisfaction. I’ve redesigned communication workflows end to end to eliminate information gaps and improve resolution speed for trainees, partners, and employer contacts.

I maintain CRM databases for 300+ stakeholders, improving follow-up accuracy and reducing missed communications to near-zero. I also produce weekly and monthly engagement reports that directly inform leadership’s data-driven program strategy.

Previously, I coordinated communications for 100+ clients in a remote + hybrid setting, delivering zero missed follow-ups over a multi-year engagement and cutting administrative workload by 40% through better inbox management, scheduling, and CRM coordination. I’ve also managed social audiences for clients, growing engagement by 30%+ through strategic content planning, community engagement, and paid campaigns across TikTok and Instagram; I’m fluent in English and Swahili.